All our goods have a full 14-day (from receiving the delivery) return and exchange policy, excluding underwear and other hygienic or intimacy products (e.g. earplugs), gift certificates, tickets, clearance sale and outlet products. If 14 days have gone, unfortunately we can’t offer you a refund or exchange. If you have received a wrong or faulty product, contact our customer service immediately.
To be eligible for a return, your item must be clean and unused and in the same condition that you received it. It must also be in the original packaging. With recordings (e.g. CD's or DVD's) the shrink wrap and possible seal have to remain unopened. If there were e.g. hair, pet hair or stains on the returned product, we will not accept the return.
Living in Finland, you’re eligible to return the goods for free. Here’s instructions how to do it:
- POSTI: Take the package to the nearest post office. Remember to write ”ASIAKASPALAUTUS” text and our return number with the address information. Please always ask for a receipt for the return from the post office, because it ensures that the postal service is responsible in case the parcel is lost. Without the receipt, you are responsible for the lost parcel.
- NOUTOPISTEPAKETTI: Please return the package to the same pick-up point where you have picked up your order. We suggest you to keep the original package label, with that the return at the pick-up point can be made a lot faster. Always ask for a receipt for the return shipment from the pick-up point, because it ensures that the transport service is responsible in case the parcel is lost. Without the receipt, you are responsible for the lost parcel.
Fill out this return form (PDF) according to the instructions and include it with the return.
If your order has been sent with DHL Express Pikatoimitus or Schenker Kotitoimitus, please use Posti customer return instruction. In this case, please cover original shipping label if you re-use original packaging for return.
Once your return shipment is received and item(s) inspected, we will send you an email to keep you up to date about the processing.
Refunds (if applicable)
If you are approved, then your refund will be processed, a credit will automatically be applied to your credit card or original method of payment, within a reasonable time but no later than within a month after we have received the return shipment. Please note, if you make a customer return from an order exceeding 100€ (freight-free) and the order value is under 100€ after the return, shipping costs will be deducted from the refunded sum.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your email and credit card or PayPal balance, then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at store[at]backstagerockshop.com.
If requested exchange item is out of stock
If there is restock coming for the item, we will notify about it by email. In case item in question is unavailable, we will refund payment for returned item.
Always ask for a receipt for the return shipment from the post office or Noutopistepaketti's pick-up point, because it ensures that the transport service is responsible in case the parcel is lost. Without the receipt, you are responsible for the lost parcel.
Kindly note, refused or undelivered shipments returned back to us are not considered as authorized customer returns.
For any questions about returning a shipment, please contact us via e-mail: store[at]backstagerockshop.com.